A rejection can happen at two different levels, and it's worth knowing which one you're dealing with:
- Business-level rejection — your Hiya account itself fails verification, usually because your business information doesn't match your D&B record, or your email domain doesn't match your business website. This happens during account sign-up and is covered in Signing up for Hiya account.
- Branding-level rejection — a specific phone number's display name, caller image, or call reason fails Branded Call's content or formatting rules. This is what the rest of this article covers.
Whether a decision can be re-reviewed, and what evidence to supply
There's no separate appeal process for a branding rejection. Instead, you correct whatever caused the rejection and resubmit — it then goes through the same vetting process as a fresh submission, rather than a re-review of the original decision.
What you need to supply depends on the reason given:
- If the rejection is because your display name or logo appears to reference another company's brand, you'll need a Letter of Authorization from that business.
- If the rejection is because your display name doesn't match your business's legal name, and you operate under a trade name or DBA, that name needs to be on file with Hiya (see below).
- For anything else, check the specific rule you've fallen foul of in Branded Call Requirements and Guidelines and correct the content accordingly.
Where in the console to resubmit
- Go to the phone numbers page under the Branded Call section.
- Click the affected number to open its detail page.
- Click EDIT DISPLAY AND SETTINGS.
- Make the corrected changes and click Save Changes.
This moves the number to a pending status and it's revalidated — usually within 24 to 48 hours. You'll get an email when the status changes.
If it's your business account itself that was rejected rather than a specific number, see Signing up for Hiya account for what to fix and how to resubmit there.
How to get a DBA or trade name on file so a rejected display name can pass
Your display name must accurately identify your business (see Branded Call Requirements and Guidelines). If your business operates under a trade name or DBA that differs from its registered legal name, that name needs to be on file with Hiya before it can be used as your display name — otherwise it won't appear to match your business, and the branding will be rejected.
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